polette Reviews 

Thank you to Toavina of the after sales service. She was very helpful to me .
Great experience .

From the service level in the store (Alexis was awesome!) to Zoe’s service over email over my prescription, everyone on the Polette team has been super professional and amazing. I will definitely be purchasing from them again.

Got degressive lenses, not properly set up.
Reached to them via the on-line service desk.

Prompt and educated reactions, efficient problem solving and getting new pair of fixed lenses automatically and for free. 10 out of 10.

Perfect service, thanks!

I paid £180 for a pair of glasses with a light blue tint in January. By May I noticed staining on the lenses which I couldn't remove, it got worse over the next few months and I contacted Polette to see what they'd suggest. I sent pictures and they acknowledged there was a problem. They asked what cleaning products I used and I gave them the high-street opticians brand name, it was alcohol free and suitable for this type of lens, and that I used it according to their instructions etc. Ive actually used it for years on other glasses without any kind of problem, including sunglasses.

They responded by saying, we can't help you, some cleaning products may damage tints so your warranty doesn't cover it. They were simply asking questions to find anything that they could use to deny liability.

The cleaning product is specifically made for glasses, suitable for tints, and sold at a high street opticians. It 100% didn't cause this blurring to appear on the glasses

It's just a cheapskate aftersales service on fairy expensive glasses and with no interest in real customer service.

I saw great reviews for Pollette. I looked at their website. It was very good, a great selection of frames and well designed shopping experience online. I ordered a pair of multi focal, react to light, glasses.
Nothing on the website showed that they were, in fact, all manufactured by a Chinese company, in China and would be shipped from China. It was not until they were finally shipped, on the final day of the longest period that they suggested it might take to make them, that I received the shipping information. I had to email them for the shipping information as they did not provide it as stated.
Then I discovered I had been duped. I had thought I was buying from France. But no. That was a carefully constructed deception. Not stated of course. So nothing illegal. Just dishonesty.
I then had to wait for the maximum time they suggest for delivery, from China. Then customs in Croatia, then DPD delivery. A total of 21 days from order.
However, the glasses are exactly as described. They are well made. The lenses are correct. There were no issues. The cardboard box they arrived in was crushed. But they had survived unscathed by luck.
I would imagine many do not. More robust packaging should be used.
So, finally. A good product for a good price. No need for the deception regarding their origins. I would have preferred to know up front as it would have explained the long process.
3 stars. Because no matter how good the product, deceit is never good.

The return of product should be done in an easier and faster way, instead of back and forth asking the customer for so much info that the company could have found them in their database / invoice.

I am disappointed with my overall experience. The glasses I ordered have been stuck in customs for more than six weeks, despite being advertised as "expedited."
One aspect that deserves improvement is customer support. Once an order has been placed, the only available option for obtaining information is the chat function. The staff in the physical stores can only assist with sales and are unable to help with order-related issues. Fortunately, a staff member in the Brussels store was willing to investigate the matter through my account, which I greatly appreciated.
Unfortunately, there appears to be little that can be done beyond waiting. What I found particularly disappointing was the lack of proactive communication. A simple update explaining that the shipment was delayed in customs would have prevented unnecessary uncertainty and the need for me to initiate multiple inquiries.
I hope Polette will consider improving its customer communication and order follow-up, especially in situations where delays occur outside the customer's control.

I bought a pair of prescription glasses from Polette in autumn 2024.
I was initially delighted with the cool frame (the Edmond View Black) and the great customer service I received.
A month ago however, a year and a half after purchase, the branch of the glasses fell off as I was picking them up to put them on. I was very surprised and dismayed at first, as I take a great care of my glasses.
I was however confident a repair would be offered after such a short time post-purchase.
I started feeling quite alarmed when it turned out very hard to receive a follow-up to my initial message on the chat service.
After insisting and sending pictures as evidence by email, I was told the damage didn’t correspond to a manufacturing defect and no repair would be offered.
According to local opticians, the damage is indeed“beyond repair”.

I have therefore spent £300 on a pair of prescription glasses that lasted 16 months.

To anyone considering an acquisition of these frames: just don’t.
They are not cheaper than prescription glasses from high street retailers, and if anything goes wrong, you’re on your own.

I will file a complaint, and I hope the testimonies of other customers on here will help.

I just now got offline with Zoe. She has helped me twice now with ordering glasses. I love my Matilda that she helped me with and now have ordered the Giovani sunglasses. Zoe is professional, kind, patient, explains when I had many questions and spends all the time needed to make sure you get the excellent care and treatment in selecting your eyeglasses. Even though this is done all online with typing back and forth, she makes the process understandable, easy, and again her patience is incredible. I hope that you recognize her for doing her job superbly. Thanks again Zoe for your assistance twice. I will be ordering again with you!

Still waiting for my eye glass the stuff from lee tung in wan chai told me the waiting estimated 2 to 6 days until now I dint receive

I had an issue with my order and Camille from customer service was very helpful. All in one I strongly recommend this shop

I got an eye test at the store. The results were wrong, and the glasses gave me headaches for months.

The person who gave me the test was distracted and barely paid attention to me. He also insisted that he use my own phone to place the order (instead of the store's computer), which I was uncomfortable with. You shouldn't be handling a customer's unlocked phone to place orders.

The botched eye test caused months of severe headaches and several medical bills.

Meanwhile, the quality of the glasses I received was very poor, and the handles kept falling off and had to be re-attached again and again.

If you are ordering from Polette because you think you are supporting a European supply chain, think again. While the initial order process was simple, the actual product and logistics make me feel completely defrauded by their marketing.
​Polette heavily pushes a "designed in Paris" image, but the tracking reveals a different reality. I placed my order on May 25th, and it spent days crawling through 6 different shipping hubs across China before flying to Spain, then took a full week just to get across the border to Portugal. The French branding feels like a deceptive storefront wrapper for standard Chinese manufacturing.
​To make matters worse, the actual product is terrible. The frames feel like cheap, low-quality plastic. Most importantly, the lenses are entirely unusable—I cannot focus on anything in front of me, regardless of distance or size.
​No money was saved here, as I now have to spend more money elsewhere to get proper glasses. I have reached out to customer support and am demanding a full refund and their immediate answer was a refusal for any kind of reparation, releasing themselves of any kind of responsibility, even invoking that according to company's policies they would not do a thing. Only when I reminded them that according to EU regulations I'm entitled to a refund or substitution, they changed their speech. Do not be fooled by the Parisian branding, you'll end up with a Chinese headache.

I've had a pair of polette glasses for barely over a year, and the arm broke off without any major impact or anything. It looks like a poorly soldered connection. Their team confirmed that it is a manufacturing defect as they offered me a credit for new frames (but only 60€). They said their guarantee only covers the defective part...so the lenses aren't included. They no longer sell that frame, so I would also have to pay for new lenses. I had originally paid 129€, so a 60€ credit is not helpful. If their build quality is this unreliable they should have a more generous replacement policy.

purchased their Finn frame with progressive lenses in person from their showroom in Los Angeles Farmers Market. The showroom is now closed. I was told that the lenses come with scratch proof coating as standard. in total, paid $217 for the pair ($60 frame / $100 lens / $50 'premium progressive' / $7 shipping & handling). My job is behind computer but suddenly realized weird scratches on the left lens. Contacted their customer service through messaging but they noted that you have 'misused' your glasses and this is not a defective product so no luck. This is not my first pair of glasses, although 1st pair from Polette. So, not sure what misuse means. It is clearly a defective coating or no coating at all that the lens is scratched this easily. Again I have been wearing glasses for all my life (45+ years) and never knew you can misuse by wearing your glasses.

Perfect service by the crew! Glasses to be tested but they look good.

I have been a loyal Polette customer for several years. Unfortunately, my recent experience has left me with no choice but to share it publicly.
A lens on my glasses cracked while I was simply removing them from their case and making a minor adjustment — no impact, no force, no unusual handling. I reported this to Polette with photos and a clear account of what happened.
Despite this, Polette declined to treat the damage as a manufacturing defect, offering only a 20% discount on a full new pair (€180.80) — not on a single lens replacement, which they refused to consider. When I pointed out that under EU consumer law a defect appearing within 12 months of purchase is presumed to have existed at delivery, and that the burden of proof lies with the seller, they maintained their position.
After several rounds of correspondence, they ultimately withdrew even the replacement option they had initially discussed, leaving me with no remedy whatsoever.
I have now filed a complaint with the European Consumer Centre (ECC-Net) for cross-border consumer disputes.
The glasses themselves were fine. The customer service, however, and the disregard for basic EU consumer rights, was not. Buyer beware.

I have been buying all my glasses at Polette know. I am a big fan!!! Love your collections and your prices. Your staff in Antwerp is wonderful, always friendly, helpfull with a lot of patience. Keep up the good work and thank you for being there.

Great service, fast and made my glasses feel as good as new!!

Nice staff and a pretty store :D

Excellent service, very affordable and great value for money glasses 👌